Support case priority definitions explained

Lightico Support cases are classified according to the urgency and severity of the issue reported. The following definitions are used for priority levels:

Priority 1 - Critical

• Critical production issue affecting all users.
• System unavailability 

Priority 2 - Urgent

• Major functionality is impacted, or significant performance degradation is experienced, with no available workaround.
• Issue affects a large number of users and/or end customers.
• Document integrity issues affecting a large number of documents, with no workaround available.

Priority 3 - High

• A technical issue or platform defect affecting some, but not all users.
• Includes time sensitive requests (e.g. go live date, compliance issues).
• No acceptable workaround is available.

Priority 4 - Medium

• A technical issue or platform defect affecting functions and features that are not critical to operations.
• A workaround is available.
• The issue is affecting a small number of users.
• Information requested on Lightico capabilities or configuration. This includes set-up issues, and how-to questions.

All requests logged with Lightico support are assigned a priority level from 1 to 4. If the priority level is not set by the customer, the ticket will default to Priority 4. Lightico reserves the right to reclassify the priority level after initial contact and assessment of the issue by a Technical Support Engineer, if we reasonably believe the classification is incorrect. Lightico Support may also increase the support priority level if the issue is determined to be more urgent than initially reported.